Responsibilities:

• Best in class user support. Answer and troubleshoot technical questions from users (Presidential and down ballot campaigns, state parties, sister committees) about our tools, products and datasets, via a customer support queue in Zendesk. Participate in a Community on call rotation to support users and stakeholders outside of business hours, as needed, and more regularly in even years.
• Team vision & management. Manage and mentor our Community Analysts who work to support our users every day. Develop and execute on short and longer term vision for the Community Team and individual team member professional development.
• Training & skills development. Partner with our product team on training, communication, and rollout of new features and datasets for our data warehouse and tech products. Facilitate virtual (and occasional in-person) training on complex technical concepts and tools to a wide range of technical expertise.
• Ensure documentation and usability of products. Maintain up-to-date and relevant documentation of DNC tech and data products and processes, including creating new content as necessary.
• State Party relationship management. Build collaborative relationships with state party data staff, including holding regular 1:1s, troubleshooting voter file issues, and responding to and advocating for state party needs.
• Intake and share user feedback and insights. Be a partner to our community of users, gathering feedback and identifying common problems that we can solve through automation or iteration. This team is responsible for facilitating a profound feedback loop between us and our community of users, in addition to ensuring our tools and products are well documented and utilized.

Skills:

• Problem-solving: tenacity in troubleshooting complex data and technical issues.
• Organization & prioritization: self-sufficient task management, the ability to juggle competing priorities, and ability to adhere and contribute to team processes.
• User support: passion for training, documentation, and 1:1 user support, and the ability to tailor communication style to a variety of audiences and levels of technical expertise
• Relationship management: ability to build trusting relationships with key stakeholders and users
• Curiosity: An eagerness to learn and willingness to take initiative in learning and asking questions.
• Adaptability: Willingness to change course and priorities quickly within a rapidly changing ecosystem with urgent deadlines and high stakes.

Requirements:

• Experience working on a political campaign or at a state party or political tech organization, working with the voter file is a bonus!
• Experience in an externally-facing role (i.e. user, customer, or volunteer-facing roles)
• Experience using VoteBuilder, bonus for other types of organizing tools
• A basic understanding of SQL, or any other language efficient for analyzing large datasets
• A desire to change politics for the better, support the Democratic Party, and secure the future of our country